Research commissioned by the Department for Science, Innovation and Technology (DSIT) and delivered by The Social Agency, published today, 29 September 2026, explores how people receive informal and proxy digital support. The study combines interviews, a UK-wide survey, and expert input to understand how family, friends, neighbours, and colleagues help others with digital access and skills.
The findings indicate that approximately one in three UK adults (35%) have acted as an informal digital supporter in the past year. Over half of these supporters (53%) have provided proxy support, which involves carrying out online tasks on another person's behalf.
The research highlights that this support, while vital, is structurally fragile, as many digitally excluded individuals rely on a single person for their online access. It also identifies risks, noting that without official methods for someone to act online on another's behalf, people often use informal workarounds like sharing login credentials. Almost a third of supporters (31%) have used someone else’s log-in details to manage online banking or financial accounts.
DSIT intends to use these findings to understand the role of informal support in digital inclusion and to identify areas where targeted action could enhance the safety, effectiveness, and sustainability of this support.